OnTrac

OnTrac Shipping is one of the courier organizations to which Amazon is now outsourcing, and despite my payment for one-day delivery, I see that my package is still in OnTrac's Tucson distribution center three days later.

On 08/25, I have a follow up conversation with the consumer [redacted]. She...

did advise me that her reimbursement for her damage gate was taken care of. I provided her my contact information and advised if any further issue should arise, I would be her point of contact. The customer was content with the resolution.

On 09/01/2016; I spoke with the consumer in regards to the service she was provided. During this conversation the consumer shared with me, that she was frustrated because we have either lost packages or not delivered them timely. I advised the consumer that would help her going forward if any...

issue should happen again. I provided her my e-mail and cell phone number.

I ordered a computer part from a local computer company in my hometown and they had it shipped through this lousy company ontrac. We got charged for over next business day shipping and well it never showed cause of what they say unforseen weather conditions? uhh yeah right.. Called them and it took them 1hr 22min to contact me back and when they called the woman was like ohh Im so sorry for this but it's been put on a truck today and it will be here today before midnight? WTH?? Worst company ever do no do shipping business with this company!

I would like to assist Mr. G[redacted] with his concerns. My contact information is provided ###-###-####. Thank you; Eddie Baldenegro

Our sincere apologies for this failure of service. I would like to further investigate, but in order to do so will need the shipment tracking number. If that can be provided, I can perhaps find an acceptable resolution to this unfortunate...

situation. 
Regards,
Deborah

Hello,
My apologies for this incident, as well as the lack of a timely response. Please have the complainant contact me directly at ds[redacted][email protected], so that I can assist them in filing a claim form for reimbursement for...

the damages caused.
Regards,
Deborah S[redacted]

Worst shipping company ever. Couldn't find my address and then instead of trying to redeliver it the next day after explaining to them how to get there they just returned my package to the seller.

I have reached out to the complainant to offer my apologies, and asked that they contact me directly so that I can assist them in filing a claim. I am awaiting their response.
 
Regards,
Deborah

These guys don't pick up at their drop boxes at the correct time, they never make it to a scheduled pickup at my location and they seriously have issues delivering on time. The only way to get a refund on a shipment is to send them a letter in writing asking for the refund on shipment.

The drivers NEVER attempt to drop off packages to my location and goes straight to the office and has someone else sign for it.

How is there no competition to this crappy business who cant seem to do what they claim which is deliver packages on time.

Hello,Based on the complaint received by the customer, I have addressed the concerns with the local delivery facility.  The customer has had delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipments.  The...

customer has provided us with the universal gate code for access to his residential neighborhood.   To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team.  Management from the local delivery facility has confirmed that they will provide a copy of the written authorization letter from the receiver to the delivery driver to ensure that deliveries are not delayed moving forward. In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries.  I have contacted [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of his recent shipment and assured him that we are addressing his concerns.  Additionally, I have provided [redacted] with my personal contact information so that if there are any future issues or concerns, he can contact me directly for immediate assistance.Best Regards,[redacted]Customer Care Manager

Hello,   As with any other shipping company, our system functions off of tracking numbers. I have reached out to the complainant, and requested any additional information, such as the tracking number(s),  names of employees, etc., but have yet to hear back. Unfortunately until I do, I am...

unable to even find the shipment in our system, let alone further investigate the issue, and seek resolution for the customer. I assure you that this is absolutely not our normal customer experience, so I really would like to dig into the details and find out exactly what has transpired and why, but until I hear back, I am unable to do so.   Best regards,   [redacted] Customer Care Manager

REI contracted with On Trac to deliver packages to me. On Trac's tracking site and service representative confirmed that the package had been delivered to my front door. It was never delivered. In fact, their was no way the package could have traveled the 300 miles to my doorstep from On Trac's original departure point in three hours. We do not even have air service to where I live. While I don;t mind later delivery dates, I expect honesty and clarity in this digital age. Too bad for On Trac. I will specifically request future orders do not include On Trac as a shipper.

On Trac keeps ringing my door bell for packages that don't belong to me. They alway give me a false excuse, saying they tried to ring neighbors bell but accidentally pressed mine. This has been going on for couple of years and I need it to f'ing stop!!!

EVERY delivery from them (via Amazon) is always, and I mean always!, late. They always ignore my delivery instructions which include having the door code in my account information (address info). EVERY time they say: UNDELIVERABLE - NEED GATE CODE.

They're clearly avoiding delivery of same day and next day items from Amazon if you live in a gated community or condo. They just pass on it because it takes them too long. They don't even call or contact you. If they had attempted the code it would ring my phone, my phone records the last 100 numbers which call me, and I would see that they had attempted even if I didn't hear the phone ring. I am always home! They just don't try on the original delivery attempt.

I have sent an e-mail to the consumer requesting that the tracking number provided to me.

I am expressing my dismay with OnTrac because I have had nothing but incredibly terrible service from them. Most recently, they claimed they could not deliver my package because snow was blocking our road. I find this incredible because I was able to drive my 1984 Toyota van with rear wheel drive in and out without any trouble.

Several times in the past, OnTrac has failed to leave perishable packages (even though I called to request them to leave them at the door when nobody can sign for the package). The shipper even said that they had not required a signature. So, the perishable beneficial insects (for our organic greenhouse) died because we were not able to miss work and drive the 130 mile roundtrip to pick them up.

I want to let any business know that if they are using OnTrac, I will not make a purchase from them.

So, for the sake of good business, please choose another shipper besides OnTrac. Even a hipster riding a donkey and stopping for at Starbucks for a triple latte would be faster and more dependable than OnTrac.

I provided the customer my contact information advising that they can contact me directly regarding the situation.

I logged into OnTrac website to track my package and it said it was delivered to my front door on December 5 at 8:58AM. I NEVER received my package. I was home all day and there were two cars park in the driveway. Why didn't the driver knock on the door instead of supposedly placing at the front door??? I emailed customer service 5 times and they said it was left at the front door - nothing else. I called three times and they said it was delivered. I explained to them that it is not possible, how I'm paying for my items yet still have not received it. The person on the phone said the driver will go back and see if he can remember where he left the package - but he never came. I called again and a customer service claimed that he came and nobody was home, which is RIDICULOUS!!! What a great way to celebrate the Christmas when my item is not even here. And now, somebody from customer service emailed me and said it was resolved. How is this resolved if I never got my package? OnTrac company is a joke! Not professional at all and now I'm stuck with paying for some items I did not received because the driver did NOT delivered!

I was told this same thing when the first package came up missing and was also told someone would call me with information. They never did and I could never get ahold of anyone at customer service either. I don't believe they will investigate. I still would like to know where the first package went seeing how the second one was delivered to a neighbor not even anywhere near my unit. Thankfully he was honest and brought it to me.